We do not generally handle complaints from individual customers. These are handled in the first instance by your local water and sewerage company and then if you are still dis-satisfied by the Consumer Council for Water.

There are a limited types of complaint are dealt with by us, rather than by the Consumer Council for Water and we would expect you to have approached your water and sewerage company first before submitting a complaint to Ofwat. These complaints include:

• those about water and sewerage companies’ powers to lay pipes on private land
• concerns that the water companies are allegedly breaking their licence conditions or their main water supply or sewerage duties
• complaints about anti-competitive behaviour under the Competition Act 1998, for example colluding on pricing or bidding for contracts

Dispute decisions

We can also decide on certain disputes between a customer and their water company but you should still contact the Consumer Council for Water first, because they may be able to resolve your complaint more quickly on an informal basis. If they are not successful then they will consider referring the complaint to us for formal resolution. Once we start a formal investigation of the dispute, both you and your company must follow our decision. These disputes include the following:

Guaranteed standards scheme

• A customer’s right to a payment or credit under the Guaranteed Standards Scheme.

Water connections

• The charges and conditions set by a company for making connections to water mains.
• The terms and conditions for a non-domestic supply.
• The need for a customer’s property to have a separate service pipe.
• The charges and conditions for providing a water main (requisition).
• The terms and conditions for the adoption of a self-laid main.
• The charges or disconnection costs that must be paid to a company before a business customer’s supply is reconnected.
• A refusal to allow a customer to pay by measured charge because a meter is not practical or is unreasonably expensive to install.

Sewerage connections

• Appeals on the transfer of private sewers and pumping stations [insert link to transfer of private sewers guidance]
• A refusal to allow private sewers and drains to be connected to public sewers, or a requirement to inspect the drain or sewer before allowing a connection.
• The costs and security a company asks for when it connects premises to a sewer.
• The charges and conditions for providing a sewer (requisition).
• A proposal or refusal to adopt sewers or sewage-disposal works, or about the conditions in an adoption agreement.
• The position or suitability of a drain or sewer to replace an existing private drainage system which the company considers to be unsuitable.
• The effectiveness of an alternative sewer that has been provided to replace an existing one that is due to be closed.
• A requirement that a proposed drain or sewer is built so it can become part of a general sewerage system.

We also decide appeals from occupiers of trade premises who are not happy with a refusal or the conditions set by sewerage companies about putting their trade effluent into the public sewer.

Written complaints about the above should be submitted to the Ofwat case management Office either by email at casemanagementoffice@ofwat.gsi.gov.uk

Or in hard copy to:

Case Management Office
Ofwat
Centre City Tower
7 Hill Street
Birmingham B5 4UA
United Kingdom

Complaints we cannot deal with

We do not deal with any complaint about the following.

• Non-regulated businesses. These are activities of the water companies that we do not regulate. These include plumbing services, waste management, engineering and consulting services, hotels, vehicle leasing, media interests, fish farming and all overseas activities.
• Issues between an individual and the company which can be dealt with through the courts. These include questions of law and assessing damages. In certain cases, the law allows the customer to make a claim for loss or damage through the courts.